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Genesys Leverages Self-Service Solution with SpeechStorm Acquisition

By CIOReview | Wednesday, March 2, 2016

SAN FRANCISCO, CA: Omnichannel customer experience and contact center solution provider giant, Genesys has acquired SpeechStorm, one of the foremost global self-service applications providers. Headquartered in Northern Ireland, SpeechStorm has been Genesys partner since 2010 and it serves for mobile, web and interactive voice recognition (IVR) channels with its self-service applications.

Genesys is well-known for providing Self-Service IVR and Web Engagement solutions, and personalized customer experience by combining its IVR solutions with agent assistance. From the acquisition, the firm is set to derive advantages by including additional omnichannel self-service capabilities and leverage its ‘Customer Experience Platform’. Also, customers can now create a single self-service application and present it over various platforms such as mobile, web, and traditional voice IVR simultaneously.

Omnichannel self-service solution by Genesys enables voice or digital medium for consumers to connect with companies and then gradually transform it into assisted service as required. While the consumers are engaged with company, the assisting agents are provided with the history and complete framework of the interaction which eventually offers competent and personalized solutions. Additionally, SpeechStorm acquisition serves with more than 70 in-built self-service applications which can easily be deployed by industries as per their self-service application needs. As a result, with the new seamless capabilities of customer experience platform, consumers are easily able to place self-service applications in the market in less time with less effort as compared to traditional methods.

“As our customers embrace the challenge of personalizing the customer experience and managing customer journeys, self-service solutions are the first places they need to examine in making that transformation. With the addition of SpeechStorm, we’re setting a new standard for both how companies create omnichannel self-service applications and design highly personalized journeys across touchpoints and channels to deliver an exceptional customer experience.” said Paul Segre, Chief Executive Officer at Genesys.